Designing digital onboarding experiences at scale
Designing digital onboarding experiences at scale
Selected onboarding initiatives across UOB's web and mobile consumer banking products.
Selected onboarding initiatives across UOB's web and mobile consumer banking products.
SUMMARY
SUMMARY
SUMMARY
During my time at UOB, I designed digital onboarding experiences across web and mobile banking, spanning product applications, identity verification and authentication for customers across Singapore, Malaysia and Thailand.
Due to confidentiality agreements, I'm only able to share a high-level overview of selected work. Feel free to reach out to me to find out more.
During my time at UOB, I designed digital onboarding experiences across web and mobile banking, spanning product applications, identity verification and authentication for customers across Singapore, Malaysia and Thailand.
Due to confidentiality agreements, I'm only able to share a high-level overview of selected work. Feel free to reach out to me to find out more.
During my time at UOB, I designed digital onboarding experiences across web and mobile banking, spanning product applications, identity verification and authentication for customers across Singapore, Malaysia and Thailand.
Due to confidentiality agreements, I'm only able to share a high-level overview of selected work. Feel free to reach out to me to find out more.
ROLE
ROLE
ROLE
Product Designer
Product Designer
Product Designer
TEAM
TEAM
TEAM
Design, Product, Engineering, Legal and . Compliance
Design, Product, Engineering, Legal and . Compliance
Design, Product, Engineering, Legal and . Compliance
COMPANY
COMPANY
COMPANY
United Overseas Bank (UOB)
United Overseas Bank (UOB)
United Overseas Bank (UOB)
DURATION
DURATION
DURATION
Aug 2020 - Jul 2021
Aug 2020 - Jul 2021
Aug 2020 - Jul 2021
Business outcomes
Business outcomes
Supported digital acquisition across multiple banking products
Increased opportunities for relevant product discovery
Improved consistency across web and mobile banking experiences
Supported digital acquisition across multiple banking products
Increased opportunities for relevant product discovery
Improved consistency across web and mobile banking experiences
Customer impact
Customer impact
Made complex banking journeys easier to understand
Reduced uncertainty during application and identity verification
Helped users complete onboarding with greater confidence
Made complex banking journeys easier to understand
Reduced uncertainty during application and identity verification
Helped users complete onboarding with greater confidence
01
01
Streamlining products and cards application
Streamlining products and cards application
UOB Singapore Personal Internet Banking (Web)
UOB Singapore Personal Internet Banking (Web)
UOB Singapore Personal Internet Banking (Web)
Collaborated with 2 other designers to craft a responsive web journey, enabling users to apply for accounts and cards using Singpass or existing bank details.
The journey was designed to scale across different banking products while maintaining clear communication around progress and next steps.
Collaborated with 2 other designers to craft a responsive web journey, enabling users to apply for accounts and cards using Singpass or existing bank details.
The journey was designed to scale across different banking products while maintaining clear communication around progress and next steps.
Collaborated with 2 other designers to craft a responsive web journey, enabling users to apply for accounts and cards using Singpass or existing bank details.
The journey was designed to scale across different banking products while maintaining clear communication around progress and next steps.
02
02
Cross-selling relevant products
Cross-selling relevant products
UOB Singapore Personal Internet Banking (Web)
UOB Singapore Personal Internet Banking (Web)
UOB Singapore Personal Internet Banking (Web)
Designed a recommendation flow that introduced relevant additional products during the application journey.
Presenting complementary products at the right moment increased the likelihood of customers considering additional products before completing their application.
Designed a recommendation flow that introduced relevant additional products during the application journey.
Presenting complementary products at the right moment increased the likelihood of customers considering additional products before completing their application.
Designed a recommendation flow that introduced relevant additional products during the application journey.
Presenting complementary products at the right moment increased the likelihood of customers considering additional products before completing their application.
03
03
Guiding users through identity verification
Guiding users through identity verification
UOB Mighty Thailand
UOB Mighty Thailand
UOB Mighty Thailand
Designed a native onboarding journey that leveraged Thailand's National Digital ID (NDID) platform, allowing users to verify their identity using an existing bank account. NDID enables users to apply for products on Mighty by retrieving their details from an existing bank account.
Since this was a relatively new process, we focused on providing clear step-by-step guidance throughout the journey. Rather than displaying a standard countdown timer, we communicated the expected completion time to reduce uncertainty and help users understand what to expect.
Designed a native onboarding journey that leveraged Thailand's National Digital ID (NDID) platform, allowing users to verify their identity using an existing bank account. NDID enables users to apply for products on Mighty by retrieving their details from an existing bank account.
Since this was a relatively new process, we focused on providing clear step-by-step guidance throughout the journey. Rather than displaying a standard countdown timer, we communicated the expected completion time to reduce uncertainty and help users understand what to expect.
Designed a native onboarding journey that leveraged Thailand's National Digital ID (NDID) platform, allowing users to verify their identity using an existing bank account. NDID enables users to apply for products on Mighty by retrieving their details from an existing bank account.
Since this was a relatively new process, we focused on providing clear step-by-step guidance throughout the journey. Rather than displaying a standard countdown timer, we communicated the expected completion time to reduce uncertainty and help users understand what to expect.
04
04
Authenticating users through facial recognition
Authenticating users through facial recognition
UOB Mighty Thailand
UOB Mighty Thailand
UOB Mighty Thailand
To enhance fraud prevention and protect our customers, applicants undergo a facial recognition process.
Since the process involves multiple steps, I kept the interface simple and broke the process into clear, manageable stages, making it easy for users to understand and follow.
To enhance fraud prevention and protect our customers, applicants undergo a facial recognition process.
Since the process involves multiple steps, I kept the interface simple and broke the process into clear, manageable stages, making it easy for users to understand and follow.
To enhance fraud prevention and protect our customers, applicants undergo a facial recognition process.
Since the process involves multiple steps, I kept the interface simple and broke the process into clear, manageable stages, making it easy for users to understand and follow.
Takeaways from my time at UOB
Takeaways from my time at UOB
Simplifying complexity in regulated environments
Simplifying complexity in regulated environments
Simplifying complexity in regulated environments
Banking products often involve complex terminology, lengthy forms and mandatory legal requirements. Working on digital onboarding reinforced the importance of simplifying complex processes while balancing clarity, compliance and user confidence.
Banking products often involve complex terminology, lengthy forms and mandatory legal requirements. Working on digital onboarding reinforced the importance of simplifying complex processes while balancing clarity, compliance and user confidence.
Banking products often involve complex terminology, lengthy forms and mandatory legal requirements. Working on digital onboarding reinforced the importance of simplifying complex processes while balancing clarity, compliance and user confidence.
Designing for unfamiliar experiences
Designing for unfamiliar experiences
Designing for unfamiliar experiences
Projects such as Thailand's NDID highlighted how unfamiliar processes can introduce uncertainty. Through usability testing, we identified moments where users hesitated or became confused, allowing us to refine guidance, reduce ambiguity and better manage user expectations throughout the journey.
Projects such as Thailand's NDID highlighted how unfamiliar processes can introduce uncertainty. Through usability testing, we identified moments where users hesitated or became confused, allowing us to refine guidance, reduce ambiguity and better manage user expectations throughout the journey.
Projects such as Thailand's NDID highlighted how unfamiliar processes can introduce uncertainty. Through usability testing, we identified moments where users hesitated or became confused, allowing us to refine guidance, reduce ambiguity and better manage user expectations throughout the journey.